Complaints & Compliments

Your feedback is essential and we welcome your comments, compliments and complaints to help us review and develop our services.  By making your views known, you can help us achieve the highest possible standards and provide a better service to everyone.  If you feel we have provided a good service, or have done something well, please let us know.  

Special help

Please let us know if you have difficulty using our service, for example, if you have a disability or if English is not your first language.


Complaints 

We realise there will be times when things go wrong.  If you are dissatisfied with something the Council has done, that you think is wrong or unjust, you should let us know by completing our complaints form, you can pick up a form from the Council offices at Williton and Minehead or you can download the Customer feedback leaflet which contains a form..

Alternatively, you can complete the online Complaints Form. If you would prefer to record your complaint over the telephone, a member of staff will take down the details for you.

Please try to say clearly and exactly what has been wrongly dealt with and what injustice has been caused.  At the same time, please tell us what you think the Council ought to do to put things right to your satisfaction.

An overview of complaints received each quarter along with our response will be made available via the quarterly complaints report.

The steps to follow

On completion of a complaints form, your comment or complaint will be logged in a central register and passed to the appropriate service area.  Your complaint will be acknowledged and you will be advised of the name of the member of staff who will be dealing with your complaint.

Your complaint will be investigated by a suitably qualified member of staff in the service area that you have been dealing with and he or she will provide you with a full response within 20 working days of our receiving your complaint.

If you are not satisfied with the reply you receive, you have the right to complain to the Local Government Ombudsman (LGO), who is an independent person who investigates allegations of maladministration causing injustice to the person who has complained.

The LGO has a leaflet called 'Complaint about the Council?  How to complain to the LGO'.  You can obtain a copy by writing to The Local Government Ombudsman, PO Box 4771, Coventry, CV4 0EH or by contacting the LGO's advice line on 0300 061 0614 or by picking up a leaflet at the Council Offices in Williton or Minehead.

Please Note:  A copy of your complaint, where appropriate, will be sent to your Councillors(s).  A list of councillors can be viewed on the Find a Councillor page.

Unreasonable complaints

Occasionally the actions and behaviours of some complainants is unreasonable and impedes the investigation, or has a significant resource issue for the Council.  A guidance note based on what the Ombudsman would regard as good practice in dealing with such complaints is issued in these cases.

Questions

If you have any questions about this service, please email, write or telephone our Customer Services, West Somerset Council, West Somerset House, Killick Way, Williton, Somerset, TA4 4QA.  Telephone: 01643 703704.  Email: customerservices@westsomerset.gov.uk


Comments and compliments

At West Somerset Council, we are committed to providing high quality services to the people of West Somerset.  If you feel we have provided a good service, or have done something well please let us know You can pick up a form from the Council offices at Williton and Minehead or you can download the Customer feedback leaflet which contains a form.

Alternatively you can complete the Comment/Compliment Form online.

The steps to follow

On completion of a comment/compliment form, your comment or compliment will be logged in a central register and passed to the appropriate service area.  Your comment/compliment will be acknowledged and you will be advised of the name of the member of staff who will be dealing with your comment/compliment.

Questions

If you have any questions about this service, please email, write or telephone our Customer Services, West Somerset Council, West Somerset House, Killick Way, Williton, Somerset, TA4 4QA.  Telephone: 01643 703704.  Email: customerservices@westsomerset.gov.uk